The speech analytics of the CST group contributed to an increase in the level of client service in the VTB contact center by 34%

2023: Introduction of speech recognition technology

The introduction of domestic technology for speech recognition based on artificial intelligence and subsequent analytics from the CST allowed VTB to increase the level of customer satisfaction of the contact center by 34%. The CST was announced on August 31, 2023.

Voice analytics works in all channels of the bank - when customers contact by phone and in chats. The solution allows you to identify customer needs, reasons for requests and assess the quality of dialogues of contact center specialists around the clock, increase client service, reducing unnecessary costs. At the same time, sales efficiency, in terms of product presentation and improvement of work with objections, increased by 25% over 3 years of technology operation at VTB.

We are proud of the results that we have achieved through the introduction of speech analytics by the CST group, and continue to develop the project. As of August 2023, in a minute, the VTB contact center processes 2.5 thousand phonograms, 2 million calls per month and 20 million requests per year. Dialogues are analyzed by hundreds of algorithms, this is really one of the largest complex solutions on the market. We use a speech recognition system and online on the call. The system allows you to quickly and efficiently recognize a client's question, run a smart script on the operator's screen, which means that you can quickly provide an answer to the client, "said Evgenia Kopets, Deputy Head of VTB's Client Services Department.

So, in order to increase the speed of response, the CST group has implemented an autothematizer: now, each call in the system is automatically, without human participation, marked with a topic, while maintaining up to seven levels of nesting in each.

The implementation of large-scale projects requires new, extraordinary solutions. The introduction of the autothematizer in speech analytics made it possible to achieve an improvement in all business indicators. High quality speech recognition, developed neural network algorithms help to continuously enrich speech analytics - to implement the most deep analysis. This allows you to understand the true attitude of customers to products and services, quickly respond to changes. We continue to increase the capabilities of speech technologies, providing our clients with the best solutions for business growth, - said the Dmitry Dyrmovsky CEO of the CST group of companies.